Job Description

Key Responsibilities:

1. Case Management & Customer Support

Handle global HR inquiries via ServiceNow, ensuring responses meet SLA requirements. Act as the first point of contact for internal and external users reporting issues or requesting HR services. Escalate complex cases to SMEs or supervisors following the escalation matrix. Deliver support through multiple channels, including digital platforms, self-service tools, and automated systems. Analyze user issues and provide first-level solutions where possible.

2. Knowledge Management & Process Enhancement

Maintain and update knowledge bases, FAQs, and standard operating procedures (SOPs). Ensure consistency and accuracy of responses to improve first-call resolution. Identify recurring inquiries and recommend self-service or automation solutions. Collaborate with subject matter experts to resolve escalated cases. Support data validation and User Acceptance Testing (UAT) for HR systems.

3. Performance Monitoring & Reporting

Review service level agreements (SLAs), key performance indicators (KPIs), and metrics regularly and suggest improvements. Analyze inquiry trends to optimize processes and enhance service efficiency.

4. Training & Team Engagement

Participate in training sessions for new or updated HR services. Engage in team events, roadshows, and other interactive initiatives to support employee engagement.

Qualifications & Skills:

Bachelor's degree in any discipline. 1-2 years' experience in HR or customer service, with familiarity with ServiceNow, SAP, and Workday. Excellent written and spoken communication skills in English and Traditional Chinese. Professional, confidential, and approachable in dealing with people. Strong attention to detail and organizational skills, with the ability to manage multiple priorities in a fast-paced environment. Analytical and creative problem-solving abilities. Outgoing and engaging personality, capable of interacting with diverse audiences. Proficient in Microsoft Office (Excel, Word, PowerPoint, Outlook).
Job Type: Contract
Contract length: 12 months

Pay: RM3,000.00 - RM3,800.00 per month

Work Location: In person